Genesys : How EWT – Estimate Wait Time is calculated?

As we all know, agent can handle calls from multiple queues in Genesys and is tricky to find EWT (Estimate Wait Time) for call during routing. I find that Genesys algorithm to be smart and most appropriate.

Comments: 2

Thanks for the info. How is it that the EWT is different between queues if “agents can handle calls from multiple queues”. Wouldn’t that tend to normalize the wait time between those queues, yet we find them to be different.

Thanks for the info. How is it that the EWT is different between queues if “agents can handle calls from multiple queues”. Wouldn’t that tend to normalize the wait time between those queues, yet we find them to be different.

Genesys : How EWT – Estimate Wait Time is calculated?

As we all know, agent can handle calls from multiple queues in Genesys and is tricky to find EWT (Estimate Wait Time) for call during routing. I find that Genesys algorithm to be smart and most appropriate.

Comments: 2

Thanks for the info. How is it that the EWT is different between queues if “agents can handle calls from multiple queues”. Wouldn’t that tend to normalize the wait time between those queues, yet we find them to be different.

Thanks for the info. How is it that the EWT is different between queues if “agents can handle calls from multiple queues”. Wouldn’t that tend to normalize the wait time between those queues, yet we find them to be different.